Unifying the operational ecosystem with ClientShape

The setup

VOSS Solutions builds operational software for global telcos. Like most companies that grow into the enterprise tier, the operational picture of their own customers had spread across the systems they used to serve them: Salesforce for accounts and opportunities, Jira and Jira Service Desk for engineering and support, Zoom for customer-facing calls, and a quietly growing collection of spreadsheets tracking licenses, deployments, and software versions.

Any single team could see their own slice. Almost no one could see the whole picture without a chain of “let me check with Jane” — and Jane, naturally, was already busy.

The problem we were asked to solve

Two parts:

1. Reconcile the data. License records in one spreadsheet didn’t match deployment records in another. Customer success had a view of support load that engineering didn’t, and vice versa.
2. Make the unified picture available without manual work. A weekly status meeting where everyone read out their slice was the workaround. It didn’t scale, and it was always a few days stale.

VOSS didn’t want to replace Salesforce or Jira. They wanted a layer above them — a single internal portal that read from the systems that already worked, reconciled the data, and presented the answer.

What we built

We deployed ClientShape — a custom intranet portal built specifically for VOSS’s stack. Concretely, the work involved:

• Integrations with Salesforce, Jira, Jira Service Desk, Zoom, and the internal tracking spreadsheets.
• A unified customer page showing accounts, deployments, license status, recent support tickets, and engineering work in flight — all on one screen.
• Real-time alerts for the kind of signals that previously got noticed only in retrospect: a customer’s ticket volume spiking, deployments going out-of-spec, license renewals approaching with no associated activity.
• Cross-team access — the same portal used daily by support, engineering, and customer success, with role-aware views so each team sees the relevant detail first.

What changed

The shift was less about any single feature and more about the removal of the question “where does this information live?” The weekly read-around meeting wound down. Cross-functional decisions got made faster because everyone was looking at the same data, in the same place, refreshed automatically.

ClientShape has been in production at VOSS since 2018 and remains in daily use across the customer-facing teams.

The systems behind it

The integration layer sits on a custom Node.js backend with purpose-built adapters per system. Salesforce work uses jsforce; Jira and Service Desk use their respective REST APIs; Zoom is read-only for meeting metadata. The frontend is a server-rendered web application optimised for fast in-office use rather than mobile.